Steps are the individual tasks that you want to complete on each lead to move them from contact to patient. Steps are used to remind the agent what needs to be done and to provide a way to note that the step is completed. To meet the needs of a variety of different tasks, there are several types of step controls that can be used to make recording the step completion more efficient. The administrator selects the type of control that best suits the step activity.
Understanding step controls
A drop down list contains several items that the agent selects. The items in the list are added by the administrator when the step is created and provides a set of known values that can be used for reporting.
A check-box is a simple box that the agent clicks when the step is completed.
A radio button or option button allows the agent to select one of a predefined set off values. a
A date step allows the agent to add a date and time value by navigating to any date on a calendar control.
The mirror step is used when a system field or custom field must have a value. The mirror step is linked to a field so that when the value of the step is changed the value is also changed in the field and vice versa. The mirror step becomes the same control as the field once the mirror is attached so a mirror can be a dropdown list or radio button depending on the field type (see setting up custom fields)
The video step is used in video tracks only and is linked to a video previously entered into the video section by an administrator.
The schedule step is a date control with advanced features determined by the type of schedule it is being used for. The schedule step is attached to the agents schedule so that the agent can register the lead for an event, a meeting or a scheduled phone call.
The call step documents call attempts made to a lead over a period of time. It is preconfigured with the number of call attempts that the agent is required to make and integrates with the to-do system so that the agent is reminded when the call attempts should be made.